Director, Customer Success (8079G)

Deep learning-powered video analytics LOCATION: SAN JOSE, CA

Our client is a venture-capital backed emerging leader in the video analytics space. The company has a mission to transform any real-world video into actionable and tailored intelligence so customers can build the safest and most productive organizations in the world.

We’re looking for a hands-on, enthusiastic, and passionate leader to grow the Customer Success and Support team.

What they need you to do as a Director of Customer Success

  • Own customer retention – you will maintain a live pulse on all customer statuses and use tact and diplomacy to ensure our client’s revenue grows
  • Own customer support - build, deploy, and operate a world-class customer support system able to scale nationally and globally
  • Optimize processes – you will bring best-in-class expertise in originating, planning, and executing on Customer Success and Support initiatives
  • Drive customer adoption – you will develop a deep understanding of our client’s industries, business goals, pain points, personalities, and conduct proactive outreach / check-ins to provide business analytics, suggest best practices, and promote untapped usage within our client’s solutions
  • Build customer advocates – using your superior relationship management skills, you will develop strategic client partnerships and build a loyal customer base that actively advocates for our client
  • Oversee customer issues - ensure effective short-term and long-term problem resolution
  • Provides feedback - regarding service failures or customer concerns
  • Team management – you will own KPI reporting, coach and advise the team on meeting targets, and report team performance to senior management
  • Work successfully with cross-functional teams (Marketing, Sales, Product) around customer success initiatives
  • Act as the voice of the customer by collecting popular feature requests and creating business reasons to prioritize requests on the product roadmap

What you’ll bring to this role:

  • Bachelor’s Degree - technology or business degrees preferred
  • 5+ years’ experience with Customer Success / Customer Support
  • A track record of Customer Success and Support achievements, and an entrepreneurial spirit to build and lead a world-class team in providing world class experiences to our customers
  • Relevant experience in video analytics and/or IP video applications preferred
  • Strong business acumen with a proven record of providing top-class customer service
  • Technical aptitude – quick to develop a deep understanding of new software
  • A history of going above and beyond as a team player with an entrepreneurial spirit
  • Keen desire to become knowledgeable about machine learning and its applications in video for the enterprise and cities
  • Proficiency in Linux and Windows OS, Python and shell scripting, and IP camera set-up and configuration (including details like resolution, focal length, etc that are important to video analytics applications)
  • Ability to influence both technical and executive audiences with savvy presentation and demonstration skills, fluidly translating complex technology concepts
  • Very detail-oriented with great follow-up and project management skills
  • Curiosity to learn and assimilate technical information quickly, enthusiasm to share and teach others

The good stuff:

Meaningful equity Flexible healthcare plan Generous PTO Close to CalTrain (San Jose Diridon) Required travel: 10-15% (Required)

Why should you want to work for our client?

Our client’s culture is meritocratic and values hard work, ambition, curiosity, and risk-taking. The company is building a next generation analytics product that is garnering positive enterprise traction. They are committed to their work, customers, having fun, and to each other’s success.

To learn more, contact glenna@peopleconnectstaffing.com